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My Order is Missing an Item
We are sorry to hear that your order has arrived, and something is missing! We’re here to help resolve this for you quickly.
Personalised items and items from our partner suppliers are shipped separately and, in most cases, take a few more days to arrive. You can see if your item is shipped by one of our partner suppliers on the product page of our website. If this is the case, please ensure you have allowed 5 working days for your item to arrive and please only contact us after this time.
If the item is not personalised, nor is it from a partner supplier, then please contact us by one of the methods below.
Contact us
Live Chat
Speak to our team via our website
Monday - Saturday
8am - 8pm
If you prefer to email us, our friendly customer service team is here to help you
Please note: that you must report a missing item within 7 days of the last tracking scan date (or latest estimated delivery date for personalised/partner supplied items/items without tracking). Failure to do so will mean that unfortunately we may not be able to replace or refund the missing item.
Before reporting a missing item, please ensure you have checked around your property and with neighbours. Please be aware that due to the increase in fraudulent missing claims we investigate all claims thoroughly and take appropriate action where warranted. You may be asked to fill out a DOR – Denial Of Receipt form before we can process a replacement/refund for you.